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Customer Experience

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About Course

Dealing with customers seem a daunting task for many. Customers come with several expectations which is usually hard to meet. However, your next patronage might depend largely on how you are able to succeed with the customer’s experience.

This course is carefully designed to as a guideline to success in dealing with customers. We discuss detailed and practical scenarios making it easy for you to understand and get yourself ready for your future interactions with your customers.

What Will You Learn?

  • 1. What is Customer Experience?
  • 2. The three sister-notions in Customer Experience.
  • 3. Importance of Customer Experience
  • 4. Customer knowledge
  • 5. Dealing with the difficult customer
  • 6. Dealing with an angry customer
  • 7. Dealing with a happy customer
  • 8. E-Reputation; Managing customer's feedback
  • 9. Can I say "NO" to a customer?
  • 10. From transactional to experiential service delivery.
  • 11. Delivering a smart but not scruffy service
  • 12. Cultural and organizational alignment for customer satisfaction.
  • 13. The CX culture
  • 14. CX KPIs.

Course Content

Understanding CXM, CEM and CRM
This seeks to give detailed description of the three sister-notions in Customer Experience.

Customer Service Vs Customer Experience
These two distinct notions are usually seen as the same. However in this topic, we are going to give explanations to both notions and discuss the differences between them.

Importance of Good Customer Experience in Hospitality
Customers always come with expectations which need to be met. This can seem quite a difficult task. But let's discuss how important it is to strive to leave good memories with the customer.

Is the Customer Always Right?
This seeks to correct the misuse of the phenomenon "customer is always right" and its effect on customer experience.

Know Your Customer; The types of Customers
In this lesson, we discuss further to know the types of customers and how to deal with each of them.

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